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You can return or exchange your item(s) within 14 days of receipt. Simply complete the returns form enclosed in your original delivery and follow the below instructions. Delivery time of shipment is not included within the time given.
Please return your items along with your returns form to:
House of Hackney
ILG, Unit 2C + 2D Gatwick Gate
We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them. We also recommend that you use a secure trackable shipper and that you retain proof of sending.
Please note that you must cover the cost of the return shipment unless the item is incorrect or faulty.
For international returns, please clearly mark 'BRITISH RETURN GOODS' on the description to avoid paying unnecessary charges.
All items must be returned with all tags, where applicable, in their original condition. Please note that wallpaper can only be returned if it is unopened.
We will refund the full value of your order, excluding shipping costs, within 14 days of receiving your return.
Your refund will be credited to the original purchaser's credit/debit card or PayPal account and will only include shipping costs for items which are faulty or wrongly delivered.
Please note, card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this.
PayPal refunds will go into your PayPal account and take 3-5 days to clear.
If you place an order for a personalised or bespoke item, we regret that you will be unable to cancel or return it as it will have been specially made to your personal requirements. This also applies to furniture items as they are made to order.
Unfortunately, we are not able to carry out direct exchanges for different items. If you would like a different item, please return your original order for a refund and place a new order.